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Citizens moving about their daily lives are also generating lots of data. Governments at all levels can use that data to improve the digital services they offer, especially when the data is gathered and analyzed locally.
Jon Brown of Liveops says a healthy combination of people, processes and technology can help organizations meet not just the citizen service needs of today and tomorrow.
Trust in the Department of Veterans Affairs has grown 24% in the last five years, according to a new report from VA's Veterans Experience Office.
Too often, we see well-intended government efforts fall short of their purpose because solution architects overlook key customer characteristics. Most importantly, these failures disproportionately impact racial minorities and other underrepresented communities.
Through it all, USPS dealt with critical shortages of its employees, mail delays and a slew of federal lawsuits.
Crucial digital approaches to customer experience won't completely displace the good, old-fashioned telephone call.
VA pushing out about 150,000 help desk end users to their homes as the result of the pandemic was a feat which Lynette Sherrill in the Office of Information Technology’s said only a managed service provider could have spanned as quickly as it did.
The government has learned a lot about its strengths and weaknesses during COVID. Forrester Research Vice President Rick Parrish joined Federal Drive with a progress report.
Distribution of the crucial shots is improving, both because of supply and of governmental adaptibility.
For more details on the organization's latest priorities now that the Biden administration has taken over, Code For America's CEO Amanda Renteria spoke to Federal Drive with Tom Temin.
Biden administration has to help straighten out the COVID-19 vaccine chaos at the state level.
This week on Amtower Off Center, Brian Chidester, Global Public Sector marketing executive for OpenText, joins host Mark Amtower to discuss the benefits and challenges of using the "whole of government" approach to resolving issues in the federal government.
To get a handle on how agencies are dealing with the new customer service imperative, Federal News Network brought together a panel of government and industry experts.
USDA Chief Information Officer Gary Washington said modernizing IT means better customer experience for employees and stakeholders in the field.